Auto reply to requestors + CC's

RT Users
1

Hi guys,

do you know of any way how to also send the auto-reply to the cc: list
that the requestor originally included in his cc: list?

thanks. :slight_smile:

2

Here’s a sample based on my email test results

to: user1@mydomain.com
cc: user2@mydomain.com

result:

  • RT receives message and sends auto reply to user1
  • user2 gets a copy of the message from user1’s original email
  • user 2 doesn’t get a copy of the auto reply from RT

what i wish is how to config RT to -also- send the auto-reply to user2
(as listed in the cc list)

hope this clears it out. :slight_smile:

Ian Marlier wrote:

3

Ruslan can you help me out with this one? :slight_smile:

The ultimate goal is:

  • to have RT be aware of the CC: list that a requestor may have included
    when opening the ticket,
  • have RT send an auto-reply to the requestor and those included in the
    cc: list.
  • any the requestor and the cc: to get any reply correspondence thru out
    the life of the ticket.

i read somewhere that rt2 used to do this?

I still cant figure this out… I found that $ParseNewMessageForTicketCcs
could be promising… i tried using the ff to no avail…

If $ParseNewMessageForTicketCcs is true, RT will attempt to divine

Ticket ‘Cc’ watchers from the To and Cc lines of incoming messages

Be forewarned that if you have any addresses which forward mail to

RT automatically and you enable this option without modifying

“RTAddressRegexp” below, you will get yourself into a heap of trouble.

Set($ParseNewMessageForTicketCcs , 1);

RTAddressRegexp is used to make sure RT doesn’t add itself as a ticket

CC if

the setting above is enabled.

Set($RTAddressRegexp , ‘^rt@rt.mydomain.com$’);

Here’s a sample based on my email test results

to: user1 at mydomain.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
cc: user2 at mydomain.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

result:

  • RT receives message and sends auto reply to user1
  • user2 gets a copy of the message from user1’s original email
  • user 2 doesn’t get a copy of the auto reply from RT

what i wish is how to config RT to -also- send the auto-reply to user2
(as listed in the cc list)

hope this clears it out. :slight_smile:

4

Paul Suela wrote:

do you know of any way how to also send the auto-reply to the cc: list
that the requestor originally included in his cc: list?

OnCreate NotifyRequestorsAndCcs with TemplateOfYourChoice

You’ll still need to keep the AutoReplyToRequestors scrip, as
the above won’t actually notify the requestor as he’s the
actor. Unless you’ve enabled $NotifyActor, in which case you
should remove the AutoReplyToRequestors, of course.

You’ll also need to enable $ParseNewMessageForTicketCcs for
that to work, and heed the warnings about that carefully.